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Peoplecert - Authoritative ITIL-4-Specialist-Monitor-Support-Fulfil - Exam ITIL 4 Specialist: Monitor, Support, Fulfil Exam Pass Guide

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Peoplecert ITIL 4 Specialist: Monitor, Support, Fulfil Exam Sample Questions (Q131-Q136):

NEW QUESTION # 131
Reactive problem identification is based on the information about past and current incidents. Which software tools ensure that this information is available for problem identification?

A. Service configuration management tools
B. Workflow management and collaboration tools
C. Knowledge management tools
D. Monitoring and event management tools

Answer: B

Explanation:
Reactive problem identification relies heavily on the analysis of incident data to identify trends and patterns that might indicate underlying problems. Workflow management and collaboration tools often include features for:
Incident Tracking: Capturing and storing information about past and current incidents, including their details, status, and resolution steps.
Incident Analysis: Providing capabilities to search, filter, and analyze incident data to identify recurring issues or common root causes.
Collaboration: Facilitating communication and collaboration among teams involved in incident and problem management, enabling them to share insights and identify potential problems.
While other options might play a role in problem management, they are not as directly focused on providing the historical and current incident information necessary for reactive problem identification:
B . Service configuration management tools: These tools track configuration items and their relationships, which can be helpful in understanding the impact of problems, but they don't primarily focus on incident data.
C . Monitoring and event management tools: These tools focus on real-time monitoring and event correlation, which is more relevant for proactive problem identification.
D . Knowledge management tools: These tools store and manage knowledge articles and solutions, which can be helpful in resolving problems but are not the primary source of incident data for reactive identification.

NEW QUESTION # 132
A service provider receives negative feedback from users about fulfillment of some types of service requests. If a service request requires implementation of a change. It is often fulfilled with significant delays.
What is the BEST way to improve this situation?

A. Review the service value stream to ensure effective integration of all Involved
B. Outsource the fulfilment procedures
C. Automate the fulfillment procedures
D. Review me fulfilment procedures to remove the need for change implementation

Answer: A

Explanation:
In this scenario, service requests that require the implementation of a change are often delayed, leading to negative feedback. The best way to address this issue is to review the service value stream to ensure effective integration of all teams involved.
Review the Service Value Stream (Answer B - Correct): The service value stream represents all the activities required to fulfill a service request, from initiation to completion. By reviewing and optimizing the service value stream, the service provider can identify where delays occur and improve integration between the teams responsible for service request fulfillment and change implementation. This holistic approach ensures that each step in the process is aligned, reducing delays and improving overall efficiency.
Remove the Need for Change Implementation (Answer A - Incorrect): While simplifying procedures is helpful, removing the need for change implementation entirely may not be feasible, especially if the changes are necessary for fulfilling the service request.
Automate the Fulfillment Procedures (Answer C - Incorrect): Automation can help improve efficiency, but it won't resolve the issue if the root cause of delays is poor integration between teams.
Outsource the Fulfillment Procedures (Answer D - Incorrect): Outsourcing may provide some benefits, but it does not address the underlying issue of delays in the service value stream and the integration of change management processes.
ITIL 4 Reference:
Service Value Chain: ITIL emphasizes the importance of reviewing and improving the end-to-end service value stream to ensure that all steps in service request fulfillment are aligned and integrated effectively.
Change Enablement Practice: Delays often occur when changes are not properly integrated into the service request process, highlighting the need to review the value stream.

NEW QUESTION # 133
A service desk agent has recently been promoted to service desk manager. Which of the following will now be their new responsibility as a service desk manager?

A. Ensuring a great user experience and high user satisfaction
B. Cooperate with team members in the context of service value streams
C. Reviewing and continually improving the service desk practice
D. Participate in activities of other practices as required by the service value stream

Answer: C

Explanation:
As a service desk manager, the responsibilities shift from frontline service interaction (such as providing direct support and participating in the execution of tasks) to overseeing and improving the entire service desk operation. This includes strategic oversight, performance monitoring, and continual improvement of the practice.
Continual Improvement: A service desk manager is responsible for reviewing the performance of the service desk and working to continually improve it to better align with business needs and ensure efficient handling of incidents and requests.
Option B ("Reviewing and continually improving the service desk practice") directly reflects this higher-level responsibility of ensuring the practice is effective and evolving, which is a key duty for managers at this level.
Incorrect Options:
Option A: Participating in activities of other practices is more aligned with operational roles.
Option C: Cooperation within service value streams is also a tactical, frontline activity.
Option D: Ensuring user satisfaction is part of the role but not the primary responsibility of a manager.

NEW QUESTION # 134
What should be the FIRST step in investigating a problem that was identified by reactive problem identification?

A. Submit a change request to resolve the problem
B. Look for a way to solve the problem
C. Understand which configuration items may have errors
D. Create a known error

Answer: C

Explanation:
When a problem is identified through reactive problem identification, the first step is to understand which configuration items (CIs) may have errors. This allows for accurate diagnosis of the underlying issue. By pinpointing the affected CIs, problem management can then proceed with further analysis to identify the root cause and potential solutions.
Understanding Configuration Items: Investigating which CIs are involved helps narrow down the scope of the problem and provides insight into what might be causing the issue.
Option D ("Understand which configuration items may have errors") is the correct answer because identifying the affected CIs is a crucial first step in reactive problem management.
Incorrect Options:
Option A: A known error is created after the problem is fully analyzed.
Option B: Solving the problem comes after understanding the affected CIs.
Option C: Submitting a change request occurs later in the problem resolution process.

NEW QUESTION # 135
A service manager is mapping value streams to help them ensure that 'monitoring and event management' activities are effective. At what stage in this exercise should this manager FIRST engage with key stakeholders?

A. During the scoping stage, to ensure that expectations are understood
B. During 'reflection and planning' to ensure that monitoring is optimized for business value
C. During the 'service value stream walk,' to ensure that everybody's contributions are understood
D. During 'workflow evaluation', to ensure the impact on the business is taken into account

Answer: A

Explanation:
In ITIL 4, engaging stakeholders early in any process is crucial to ensuring alignment and understanding of expectations. In the context of monitoring and event management, the scoping stage is where the service manager defines the objectives and scope of the value stream mapping exercise. Engaging stakeholders at this point helps clarify their expectations and ensures that their needs are taken into account throughout the exercise.
Scoping Stage: This is the initial phase where the purpose, boundaries, and goals of the exercise are defined. Engaging stakeholders at this stage is critical for setting the right direction.
Option A ("During the scoping stage, to ensure that expectations are understood") is the correct answer because engaging stakeholders at the start ensures that their expectations are aligned with the goals of the exercise.
Incorrect Options:
Option B: Engaging stakeholders during the service value stream walk happens after scoping, making it less effective for setting initial expectations.
Option C: Workflow evaluation is a later stage where impacts are assessed, not the best time for first engagement.
Option D: Reflection and planning come after the value stream has been mapped, making it too late for initial engagement.

NEW QUESTION # 136
......

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